65% of customers say that, above all else, they want knowledgeable customer service that meets their needs on the first contact... -Convergys Scorecard Series ResearchIs your company delivering the right customer experience?
Downloads and Resources
Click below to download papers or view Convergys Clients and Executives discussing the research.
- Featured Articles - Recent stories about the research in major publications.
- 2010 Co-Authored Papers - Recent co-authored papers about the research.
- 2010 Executive Briefings - White paper series developed from most recent research.
- 2009 Executive Briefings – White paper series developed our pre-recession research.
- Industry-Specific Papers – Industry white papers developed from 2010 research.
Featured Articles
NYSE Magazine
Q2 2010 - What Millenials Want
Q2 2010 - What Millenials Want
Harvard Business Review
September 2009 – What Service Customers Really Want
September 2009 – What Service Customers Really Want
Chief Executive.Net
October 2009 – What Your Customers Are Really Telling You
October 2009 – What Your Customers Are Really Telling You
2010 Co-Authored Papers
You Don't Know Jack
Business Author Chip Bell's case study on Jack Daniel's highly-effective loyalty program.
Business Author Chip Bell's case study on Jack Daniel's highly-effective loyalty program.
The New Loyalty Game
Business Author Chip Bell's read-out of loyalty data from Convergys' Scorecard Series research.
Business Author Chip Bell's read-out of loyalty data from Convergys' Scorecard Series research.
2010 Executive Briefings
The following Executive Briefs explore key concepts from the 2009 Scorecard Series research, each focusing on a theme that emerged in the year between these and the previous surveys.
Growth and the New Consumer: Why superior customer experience is the key to growth in the economic recovery.U.S. Version
U.K. Version
Bridging the Demographic Divide: How to meet the diverging needs of today's demanding demographic groups.U.S. Version
U.K. Version
Understanding - and Nurturing - the New Loyalty: What it takes to earn and encourage loyal behavior in today's "new consumer."U.S. Version
Executive Perceptions of Customer Experience: Fact Sheet About Executive/Customer Disconnects.U.S. Version
2009 Executive Briefings
The following Executive Briefs explore key concepts from the Convergys 2008 Scorecard Series research, each focusing on an important attribute or concept of Relationship Management.
The Relationship Revolution: How customer experience and relationship management are key to building loyalty and profits.
Back to Basics: Understanding customer needs and delivering superior experiences how and when customers want.
The View From the Inside: Engaging today’s diverse workforce to deliver superior service.
Not Understanding, Not Listening: Keep internal disconnects from preventing service excellence.
Managing Costs Without Impairing the Customer Experience: Use the right tools and technologies to balance company and customer needs.
Retaining Customers with Relationship Management: Prevent attrition with proactive retention and communication.
Industry-Specific Papers
Telecommunications:This white paper draws from Convergys’ Corporate Telecommunications Survey (May 2010), which reveals where service providers must work to win and retain market share.
Utilities - Smart Grid:This white paper draws from Convergys’ June 2010 utility sector primary research, which highlights a number of barriers to more rapid adoption of smart-grid technologies.
Learn More
Speak to a Convergys representative and learn more about how the Scorecard Series research can help improve your company's customer experience.CONTACT US
